KnowledgeOwl Software

Pros

We kicked the tires on 5 knowledge base platforms before selecting KnowledgeOwl. The selection was driven by two must-haves: 1) open APIs, and 2) ability to customize the CSS to meet our brand guidelines. After we made the leap, we were pleasantly surprised by the exceptional customer service. (Thank you!)

Pros

Not only does the software provide flexibility, customization, functionality, and efficiency, the people behind the software are just as great. They are incredibly responsive to any organizational or technical need, but equally as open to develop new and unique features specific to your use.

Cons

If I HAD to choose, I would say the lack of detailed reporting in the backend. There's only topical understanding of user behavior of your knowledge base(s). However, Knowledge Owl is more than happy to help you install Google Analytics on your knowledge base for you.

In February 2016, we partnered with Knowledge Owl to build an internal platform that has been a game changer for our 41 (and growing) schools. We launched in July 2016, and there is no way we would have been successful without their partnership. They have been with us every step of the way, and they have been pivotal to our success.

In June of 2017, we will launch this to the world, and are so proud to do this with a company that cares so deeply about a high-quality, easy-to-use product with the BEST customer service. They are incredible!

Pros

-easy to use¿ no coding required!
-intuitive
-clean design

Cons

Sometimes small glitches throw us off... since we don't really know how to code, we sometimes need some help. BUT, the team at Knowledge Owl is so happy to help, and they have gone above and beyond!

Advice to Others

BEST customer service ever.

We have had a fantastic experience right from the beginning. The Service, Product, Implementation and ongoing Support has been first class!.

Pros

Very easy to use, You do not have to be very technical to use this product.

Cons

The reporting could be better, which is currently being worked on, so just a matter of time.

Love the software, some bugs. Nothing that can't be fixed. Friendly customer service. User friendly.

Pros

Easy to use. Friendly customer service.

Cons

The overwriting of documents in the master library. No conflict warning when two editors are editing simultaneously. The edit and readers screen donnit mirror each other.

I'd recommend Knowledge Owl to anyone. The functionality is great already but they are always looking for new ideas to improve it. The Customer Service is always friendly and helpful, couldn't ask for more.

Knowledge Owl's Marybeth and Pete co-design and troubleshoot any foreseen issues. They are immensely valued and responsive. Their backend is great and intuitive - which makes training staff simple and fast. I would recommend them to anyone.

Pros

The backend editor is simple and intuitive. The customer service is incredible.

Cons

N/A. Everything is amazing.

Advice to Others

Nope. They're the knowledge gods they say they are.

I use this software to create lessons for internal and external viewing. It is really easy to use and creates really user friendly and professional guides.

Pros

-Ease of use
-The owl favicon!
-The fun element

Cons

That images don't enlarge when you click on them - I have spoken to Marybeth about this and it is something that will likely be added soon - so not really a con!

I use Knowledge Owl for a number of inter-connected knowledge bases, and I love how easy it is to maintain them. Not only am I able to use the same article in multiple sites, and have those articles update by updating just one of them, I'm able to insert custom content into one or more without affecting the rest. It allows me to create a custom experience without maintaining multiple versions of essentially the same information.

The platform is very easy to use, but powerful. And I cannot say enough about the tremendous support we've received getting up and running with Knowledge Owl. The answers are quick, complete, friendly and right on the money. No matter what I'm asking, even if it's filling a gap in my HTML skills, I always get quick help with a solution.

Pros

Knowledge Owl is easy to use but isn't restrictive, and the customer support is top notch.

We are using this software to manage our technical information for our customer service and tech support team. There couldn't be an easier software to manage and use than Knowledge Owl. The software is getting better all the time, with smart and innovative features. Their support has been second-to-none when we need help or have questions.

It offers the analytic's we need to keep advancing our library. Thanks Knowledge Owl.

For the most part, this software is easy and intuitive for a non-technical person to use, although it may require a little Googling if you haven't dusted off your HTML skills in recent years. Most of the design is point-and-click; images are uploaded and there is a nice visual editor, similar to Wordpress.

One of my favorite features is the option for the software to "fetch" the colors from whatever web address you enter. This enables the Knowledge Base to basically design itself, all you really need to do is decide where the colors are used and select a layout.

Our initial help center was created using our ticketing software, which seemed like natural thing to do. Except the end result was an outdated flashback, and like most fads from the past, unpleasing to the eye. Anything I did was just putting lipstick on a pig, so that being said, it wasn't going to take much to impress me.

Unfortunately, I ran into formatting issues so I was tasked to call technical support. It seems like a non-issue and for the normal person, it probably is...but I loathe technical support. I would rather go to the dentist than call technical support.

After a few days of trying to figure it out, I was told to stop "procrastinating" and make the call. That was harsh because even though *maybe* I was procrastinating a tiny bit, I was mostly ambitiously learning to make myself a more valuable asset in the future. However, that went awry when I did something that made our help center absolutely horrific. I frantically slammed CTRL-Z over and over again but to my dismay, our help center continued to look like a freak show.

Defeated, I hung my head and picked up the phone.

But, luckily for me, this technical support was not what I have experienced in the past - it was actually a pleasant experience. The errors of my ways were quickly erased into non-existence and our help center bloomed into what it was supposed to look like this entire time. Not only were my failures undone, but issues that I wasn't even aware of (yet) were fixed, too.

I am a writer and its reassuring to know that I have someone technical who can help me so that I can spend my time writing instead of banging CNTRL-Z. It's more efficient than the whole "ambitiously learning" thing.

We use KnowledgeOwl for our internal knowledge management and it changed our processes and efficiency a lot. We transfer knowledge a lot better and the team uses it on a daily basis. The customer service is superb with answers and feature requests. I recommend KnowledgeOwl more!

We have been conducting an extensive trial with Knowledge Owl and have chosen it as the preferred software for our new help center. Working with the staff at Knowledge Owl has been a great experience. Their customer service has been second to none; their follow up prompt and friendly. So far, our staff have found the product very easy to learn. And the guys at Knowledge Owl have been helpful in importing our existing legacy documentation into our new knowledge base.

Can't say enough about Knowledge Owl and their staff. They have gone above and beyond my expectations. Our organization had some specific issues that we were encountering with our tiered access and the information in our knowledge base our customers were able to see. Though at the time the capability wasn't yet available through Knowledge Owl they worked with us to develop it as an ongoing service instead of simply saying no we can't do that. That is a testament to a great company that will go above and beyond their call of duty for their customers needs. Knowledge Owl is a must for creating a dynamic and comprehensive knowledge base that will assist your company with its ability to easily navigate your support documentation and reduce call-to-action support requests.

Thanks you Knowledge Owl!

Directions on how to set up the software for maximum effectiveness and customer insight are clear.
Responsiveness and support from Knowledge Owl staff has been consistent from the start.

This platform is extremely easy to set up and use. As someone with no experience with coding, I was surprised how quickly I took to it. The Documentation page has pretty much everything you need to know about setup and use. It could be more user-friendly--for example, uploading images is a muli-step process. Why can't you just add an image to an article like you would on, say, MS Word? Modifying tables is a little cumbersome, but once you get a hang of it, it's no big deal.

Great product but sometimes there could be too much information and could be harder for user to get information quickly.

Best product on the market for our uses anyway! Easy to use and when we have had questions support has been good.

Super easy to download free trial and get started. The customer services is fantastic.

I am a complete novice, to the point that I'm not even sure what a knowledge base is. That being said, I described what I needed to do in an email to Knowledge Owl, and, within that same day, I was contacted. Marybeth listened while I basically described a whole mess of things I wanted, understood what I needed and then immediately helped me set up our first news site. After my normal labor-intensive task of gathering articles and editing outside of the site, I found that setting up my categories and posting my articles took next to no time at all. I showed my Vice President, who is the owner of the news site. He was so thrilled, he could not stop showing people. We have gotten rave reviews and people love that they can access and review the site on their mobile devices easily. I look forward to a long, successful relationship with Marybeth and company.